Getting started with MADAR

What you need, and what to do in order, from the moment you sign up to the first message your team answers.

Before you start — have these four ready

Step 1 — Create your account (two minutes)

Use the Start free button on our site, or go straight to app.madarme.com/signup: your business name, your name, your email, and a password of at least 8 characters. You're in your account as soon as you sign up, with a 14-day free trial and no card required.

What's created for you right away: your business's own account, with you as its owner, an inbox, and the trial plan with its limits. The sales board sets itself up with default stages the first time you open it.

Step 2 — Connect your first channel

From Channels (القنوات) in the sidebar.

Telegram is the fastest route — one minute, no review, no waiting:

1. Open @BotFather in Telegram
2. Send /newbot and follow the instructions
3. Copy the token and paste it into the Telegram tab (تيليجرام)

WhatsApp is connected by the owner from the WhatsApp tab, with the Connect WhatsApp button (ربط واتساب): a Meta window where you choose your business account and number. If the button is greyed out with a note that self-service WhatsApp connection is being activated, message us and we'll connect your number with you through the assisted route shown below it.

TikTok is connected by an admin with three values from their TikTok for Business account: the access token, the account ID and the app secret. Once connected, the screen shows a webhook address — paste it into the webhook settings of the TikTok developer dashboard; without it, no messages arrive.

Instagram isn't available to customers yet. Its tab is visible, marked as not yet tested on a real account — don't connect it for now; we'll tell you when it's ready.

Every connected channel takes up a place in your plan (the trial has one). Disconnecting a channel frees its place and keeps its history; reconnecting a disconnected channel needs a free place. Re-entering the token of a channel that is still connected doesn't count as a new one.

Right after connecting, send a message to your channel from your own phone. If it doesn't appear in the inbox within seconds, the channel isn't really connected, whatever the screen says — tell us straight away. This is the most important step in the whole guide.

Step 3 — Invite your team

From Team (الفريق). There are three roles:

Invitations are valid for seven days.

Turn on automatic assignment on the same screen: every conversation that needs a person goes to whoever is least busy — counted by their open conversations, not by how many they've received. Whoever finishes their work picks up the next one.

Each user changes their own password from Team → Password → Change password, which signs out their other devices. Two-step verification is on the same screen.

Step 4 — Add your customers

From a file: in Sales (المبيعات), choose the Advanced view (متقدم) from the bar at the top of the page, then Settings → Customer data → Import CSV file — for admins and owners, up to 5,000 rows per file.

It understands column names in English and Arabic (name, phone, email, tags…), treats different ways of writing a number as the same person (99595644 and +965 9959 5644), reads a consent column for customers who agreed to marketing messages, and keeps any extra column as a property you can use as a variable in your campaigns later.

One at a time: from Customers (العملاء), the Add customer button — for a caller, a walk-in, or a number written on a scrap of paper. A mobile number or an email is enough.

Start tagging now (vip, jahra, wholesale) — campaigns target by tag.

Step 5 — Get to know the inbox

• Attachments: photos, voice notes, videos and documents your customers send appear inside the conversation; tap a photo to enlarge it, and download any attachment.
• Internal notes: switch the compose box from Reply to customer to Internal note (ملاحظة داخلية) — it stays within the team, never reaches the customer, and doesn't count as a reply.
• Saved replies: an admin adds them under Knowledge → Saved replies (المعرفة ← الردود الجاهزة), each with a shortcut, a title and the text. In a conversation, type / in an empty compose box, or press the saved replies button.
• Suggest reply (اقتراح رد) (on plans that include AI — Growth and above): drafts a reply from your knowledge base into the compose box. It never sends anything by itself — review it, edit it, then send.
• The 24-hour window timer on WhatsApp turns amber in the last two hours.

Step 6 — Set business hours and auto-replies

From Team → Business hours and away message: set the hours for each day in Kuwait time, add your days off, and write the away message — the Insert return time button adds {{next}}, which is replaced with when you'll be back ("Sunday at 09:00"). A customer who writes outside hours gets it once per closed period, and it isn't sent if the auto-reply has already answered, or if someone on your team replied to the conversation in the last two hours.

On the same page, Pause campaigns during prayer times — on from the start, and it shows today's prayer times in Kuwait time. It pauses campaigns only; team replies and the auto-reply carry on.

Knowledge-base auto-reply (on plans that include AI; off until an admin switches it on from its card in Team): it answers from your knowledge articles first, and only replies from an article, with at least the confidence you set. If it answers, the conversation stays visible to the whole team without notifying anyone; if it doesn't, the conversation goes to the team — and to a specific agent if automatic assignment is on. It stops in any conversation a team member has replied to or been assigned.

For welcome messages and frequent questions, use Flows (التدفقات), and press Check (فحص) before saving — it stops you saving a step with no text, which would leave a customer waiting in silence.

Step 7 — Your first campaign (once the inbox has settled)

Campaigns run on WhatsApp and Telegram:

• WhatsApp needs a Meta-approved template, and you map each of its variables to a field in the customer's data, with a fallback value for each one.
• Telegram is free text, or a photo with a caption, with no template and no fees — and it only reaches people who have started a chat with your bot.

The steps in the wizard:

1. Audience: the channel, then tags or a saved audience, and "consented only" if you want it
2. Message: the template and its variables, or your Telegram text
3. Review and cost: the Who gets it, and at what cost section tells you the real number of recipients, who was left out and why, and the estimated cost. On WhatsApp, send a test copy to your own phone first
4. Schedule: send it now, at a time you choose, or save it as a draft

Respect sending hours. The Sending hours button at the top of the Campaigns page — by default 9 am to 9 pm Kuwait time. Sending at night is the fastest way to a low quality rating, and then to a blocked number.

Rules that protect your number

• A customer who replies "stop" (or إيقاف) is excluded automatically from every future campaign. Respect it — it's what keeps your number from being blocked.
• Two marketing messages per customer a day, and four a week on WhatsApp campaigns. The platform enforces both.
• The 24-hour window: after a customer's last message you can reply freely on WhatsApp for 24 hours only; after that you need an approved template. The platform warns you two hours before it closes.
• Watch your quality rating on the Channels screen. Yellow: cut back on marketing. Red: stop campaigns immediately — a block follows within days. The platform also pauses a WhatsApp campaign by itself if the rating turns red.

What if…

A message didn't arrive? Open Channels and press Test (اختبر). The provider itself tells you why.

You see "You've exceeded your plan's limit"? You've reached your plan's limit on channels, users or campaign recipients. Message us from Help (المساعدة) to upgrade.

You lost your phone after turning on two-step verification? Use one of the eight recovery codes you were shown, once, when you turned it on.

You want to close the account? From Team → Close account (owner only). You have 30 days to change your mind, and after that everything is deleted for good.

You want your data? The owner can download a full copy from Team → Export account data: one ZIP file with your customers, conversations, deals, settings and more, in CSV and JSON, with no passwords or channel tokens in it. The customer list on its own downloads as a CSV from the Download all button on the Customer data card. Your conversations and customers belong to you.

You need help? From Help in the sidebar → New support request (طلب دعم جديد). There you'll find how quickly we reply on your plan, and all your requests with our answers. The details are at madarme.com/en/support.

Plans

Your first week — a short checklist

• Created the account
• Connected a channel and sent a test message that actually arrived
• Invited the team and turned on automatic assignment
• Imported customers and tagged them
• Added saved replies for what comes up most
• Set business hours and the away message
• Turned on two-step verification and saved the recovery codes

These seven steps are enough to run for real. Campaigns come once the inbox has settled.